ComplaintsforRogal Management Group

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ARBITRARY business process. On Sunday morning, April 17, 2022 me and my daughter's returned from church around noon. Upon pulling into the driveway, my daughter noticed her car was gone. Her car was parked in a visitors spot along with another neighbors car which was parked next to my daughters car in the second visitors parking spot. I called the number on signage in the community for **** **** Towing and verified my daughters car was towed. Not the neighbors car, only my daughters car. I was told by the towing company ********* HOA management gave the approval to tow. When I contacted ********* HOA, ****** ***** informed me residents in the community took pictures of my daughters car, not ********* HOA but residents of the community. Essentially, a resident on behalf of ********* HOA had the car towed. Not both cars, just my daughters car ONLY. When I asked Stuart if residents are authorized on behalf of ********* HOA to authorize towing, I received no response. Since that time, I have seen the same resident "who authorized towing" of my daughters car taking pictures of other cars parked in those same two visitors spots and NONE have been towed. ********* HOA doesn't enforce their parking policies but ARBITRARILY towed my daughters car which cost $175 to retrieve. I am prepared to go to court with pictures.

  Business response

  07/28/2022

  We are very sorry that this homeowner had his car towed, however, this complaint should be against *********** Homeowner's Association, Inc., not Rogal Real Estate, Inc. t/a Rogal Management Group.  We do not contract for towing, we do not adopt the towing policy and we do not implement or enforce the towing.  We are directed by the Board of Directors for ********* HOA and I believe the photographs and documentation of the parking violation were done by a Board member of the community.  I never said that a resident has the authority to tow vehicles.  However, the contract with the towing company, executed with the Board of Directors for ********* HOA allows them to monitor and tow for violations.  Additionally, owners that file complaints about parking abuses are reported to the towing company to monitor or enforce.  The photographs taken in this case clearly demonstrate that the vehicle that was towed was abusing the visitor parking spaces in violation of the stated rules and regulations and the vehicle was towed by the contracted towing company for ********* HOA.

   

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting Sunday night on 1/16/22 my sink in the kitchen starting to fill up with dirty water that smelled like sewage and any time I would try and use the garbage disposal to make it go down it would come back up. I contacted my landlord regarding this issue on Monday 1/17/22 @9:53am via text and said that he would stop by to take a look. At 11:28am he text me back stating that he had spoken to the Management office and they said it was a problem with both adjoining units so they would send plumbing over. At this time, I am at work so thankfully my Sister was at my house to be there when someone came. Throughout the day, my Sister would text me to let me know that the plumber was in and out of the house trying to figure out what the issue was. When I got home that evening around 5:15pm, I walked into my kitchen which had been flooded (I have pictures and videos of this.) The floor was soaking wet, the dishes that I had in my sink were dirty from the water that kept coming up so I had to throw them away, the countertop was soaking wet. I sent my landlord pictures of the kitchen and he said that he had spoke to someone on the emergency line and they would call him back. He text me back around 6:15pm and stated that he spoke to them and a different plumber would come to my house the next morning around 8:15pm. He also told me that I could not flush the toilet or use the sink drains which was very crazy to me because I have kids and we all need to take care of our hygiene especially after being at work and school all day. That night around 9:05pm a Plumber came to my door and demanded that I dont flush anything because he was working on stuff next door. Immediately after I heard an extreme amount of noise coming through next door that the Plumber was making @9:26pm (I have video of this,) while my 7 year old was in the bed sleep. I sent my landlord a text of this. The next morning, 1/18/22 I woke up to my kitchen being flooded again, so before I went to wor

  Business response

  06/09/2022

  From: Stuart R**** <******@rogalrealestate.com>
  Date: Thu, Jun 9, 2022 at 11:52 AM
  Subject: Regarding Complaint # #******** ******* ***** **** ******* ******
  To: *******@mybbb.org <*******@mybbb.org>
  
  *** ******,
  
  RESPONSE: 
  
  Let me start out by saying this was an unfortunate situation which was unavoidable, but I think you will see, even based on the complaint itself, that we responded promptly and efficiently to resolve the matter and eliminate the cause and problem of this main sewer backup.  To give you some background, the complainant is a tenant of the owner of this condominium unit, not a tenant of this management company or the Condominium Association that we manage.  These are townhouse condominiums and they do share a common waste/sewer line that runs under the building.  Also, they share a common waste stack that services the two adjacent unit kitchen sinks before going into the main line.  Due to the age of the pipes and the design, washing machines in the units is against the governing documents and not allowed to be installed because of this very situation. Rogal Management, nor the Association was aware, at the time of the emergency call, that this unit, as well as an adjacent unit, both had washers and dryers installed in violation of the rules, regulations and governing documents.  When we received the call about the back up, we responded immediately.  In the complaint it even states, “Starting Sunday night on 1/16/22 my sink in the kitchen starting to fill up with dirty water that smelled like sewage and any time I would try and use the garbage disposal to make it go down it would come back up. I contacted my landlord regarding this issue on Monday 1/17/22 @9:53am via text and said that he would stop by to take a look. At 11:28am he text me back stating that he had spoken to the Management office and they said it was a problem with both adjoining units so they would send plumbing over. At this time, I am at work so thankfully my Sister was at my house to be there when someone came. Throughout the day, my Sister would text me to let me know that the plumber was in and out of the house trying to figure out what the issue was.”  The maintenance technician worked to clear the line and kept pulling back a lot of soapy lint and debris from the washing machines that was blocking the line.  He was able to clear the line and flush the system, so the immediate problem was resolved. 
  
  However, as the complaint states, “When I got home that evening around 5:15pm, I walked into my kitchen which had been flooded (I have pictures and videos of this.) The floor was soaking wet, the dishes that I had in my sink were dirty from the water that kept coming up so I had to throw them away, the countertop was soaking wet. I sent my landlord pictures of the kitchen and he said that he had spoke to someone on the emergency line and they would call him back. He text me back around 6:15pm and stated that he spoke to them and a different plumber would come to my house the next morning around 8:15pm.”. Actually, we told him we would send a plumber out that evening as we consider this to be an emergency and since clearing the stack did not resolve the matter, as it blocked again, we needed to call a contractor that had larger, more powerful equipment. The tenant also complained, saying, “He also told me that I could not flush the toilet or use the sink drains which was very crazy to me because I have kids and we all need to take care of our hygiene especially after being at work and school all day”.  Obviously, this was an inconvenience, but absolutely necessary to mitigate the situation and not cause further backups as the main drain was blocked. The contractor showed up, as reported by the complainant, who stated, “That night around 9:05pm a Plumber came to my door and demanded that I don’t flush anything because he was working on stuff next door. Immediately after I heard an extreme amount of noise coming through next door that the Plumber was making @9:26pm (I have video of this,) while my 7 year old was in the bed sleep. I sent my landlord a text of this”. 
  
  Again, we understand that the inability to use the plumbing and the noise at night was a disturbance and inconvenience, it was absolutely necessary to clear the line.  When we are running a pipe snake and equipment through the line to clear it, it will unavoidably make a lot of noise.  I feel the tenant should have understood this and was very unreasonable to expect it to be fixed immediately, but not want to tolerate the noise and inconvenience for the short time it took to clear the line again.  This time, they had to run the snake 40 to 50 feet in order to clear the main line blockage.
  
  Unfortunately, the complaint seems to end before the tenant finished her statement, but she stated, “The next morning, 1/18/22 I woke up to my kitchen being flooded again, so before I went to wor” which I believe she said she called back in.  Again, we responded immediately.  This time, as the problem kept recurring, we inspected all the units in that row and found that the washing machines that were installed in violation of the documents were the main cause of the repeated blockages.  All owners that had them installed, including this unit’s owner were advised that they were installed in violation of the documents, could no longer be used and must be removed immediately.  Since then, we have not had any requests for service in these buildings and the matter has been resolved.  I do believe that the tenant was very upset that they no longer had a washing machine in their unit, but that dispute is between the unit owner and the tenant.  It has nothing to do with our management firm or the Condominium Association.
  
  I hope this sheds some light and clarifies the matter and shows that we were very responsive and addressed the concerns immediately, without hesitation.  Again, we are sorry that the tenant and others were inconvenienced, but there really was no alternative.
  
  Respectfully submitted, 
  
  Stuart *. R****, GRI, AMS and PCAM®
  
  President, Broker
  
  Rogal Real Estate, Inc.
  
  t/a Rogal Management Group
  
  Community Association Management
  
  ******@rogalrealestate.com   | www.rogalrealestate.com 
  
  4425 Forbes Boulevard, Suite C, Lanham, MD 20706
  
  Office: ###-###-####                Fax: ###-###-####

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩